Cable Modem Internet Service

Common Technical Issues

Below you'll find solutions to the most common technical issues with FastWave services.

Common Issues: Cable Modem Service

Cable Modem won't power on:

1. Verify your power outlet is functioning by plugging in a different device to confirm that power is going through properly.
2. Ensure that the power cable is plugged all the way into the outlet and into the cable modem itself.
3. Inspect the power cable for any damage (frayed wires, bent prongs).
4. If you're using an extender, test the connection by plugging the cable modem into the outlet directly instead.
5. Check for physical damage on the modem (swelling, burnt smells, etc).
6. Inspect the lights on the modem itself, sometimes they might be dim and hard to notice.
7. There is a chance that the power cable itself is faulty and might need to be replaced.
8. If nothing else works, you might need to swap out the cable modem for another.

Not seeing my Wi-Fi network on my device:

1. Try refreshing your device's WiFi by turning it off and back on. Checking a different device can help figure out if the issue is with your device or the modem.
2. Power cycle your modem by unplugging the power cable for 10-15 seconds, sometimes a modem just needs a second push to start up properly.
3. Wait for a few minutes, sometimes a modem might take several minutes to properly boot up.
4. Check for interference, devices like microwaves, cordless phones, and other routers/modems can cause significant issues with your Wi-Fi channels.
5. Plug an ethernet cable from your modem to your device, if the internet works then that indicated an issue with the modem's Wi-Fi channels and not the internet connection itself.
6. You can factory reset the router (usually by pressing down a tiny reset button on the back for 10-15 seconds with a paperclip or pin)

Common Issues: Wi-Fi Hotspot Service

Not getting a portal screen after connecting to the FastWave network:

1. Turn your device's Wi-Fi off and back on and retry the network. If that doesn't work try forgetting the network and reconnect.
2. If you're inside of your camper, try connecting to the network from outside. Sometimes a poor signal strength can cause the portal to not show up.
3. Open your browser and visit a random website, sometimes this will prompt the portal to show up.